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★☆☆☆☆

“DAMAGED GOODS BEING SOLD WILLINGLY”

written by Pattersonqo167 on 24/04/2014

DAMAGED GOODS BEING SOLD WILLINGLY. Read on....
What do I think of House of Frazer. I thought they were on par with John Lewis, Marks and Spencer. I don't think so.

I would like your views on this and would appreciate your comments.

Bought item: Levis 501 white jeans
Problem: First pair arrived damaged with scuff marks in two positions.
Resolution: Mark on returns form the damaged areas (similar to those bits of paper that you get on clothes in M&S stating area of damage)
Quickly re-ordered another pair. I want these jeans

Problem: 2nd pair arrive with similar scuff marks and are clearly damaged.
Resolution: Phoned HOF and was told they would refund both pairs and postage and would check with the warehouse to see if the other jeans were of good quality.

See email:
Following your conversation with my colleague, I can confirm that we have heard back from the warehouse and they have confirmed that the stock currently in the location is of a good condition and is safe to re-order.


So I re-ordered for the 3rd time in anticipation
Problem: The 3rd pair arrived looking identical to the first pair ordered. All damaged and clearly put back on the shelf to re-order.
Both pairs previously returned had clear indications of where the damage was and so you would think they would put those to the side. They were not.
Resolution: A full investigation with the warehouse would sort this out they say.

See email:
I have contacted the warehouse direct along with another urgent internal message, they have advised that this can take upto 1 week for the investigation for to be complete for them to check the remaining stock. I appreciate this is not the outcome you have come to accept but please be assured I'm on the case each day when I'm on shift to push this along as quickly as possible.


Once we have had a final answer from the warehouse I can ensure I will contact yourself immediately to advise of this, Once this is all resolved I would like to discuss a gesture of goodwill with yourself for the inconvenience and upset you have been caused.

My thoughts: How come it takes one week to check about 3 pairs (says that was all that was left on the website).

Next email from HOF:
I'm sorry to hear that you have received these items in an imperfect condition on more than one occasion.

After speaking with our warehouse they have advised that they were incorrect or damaged in location and have removed them from being sold online.

Due to the inconvenience that this has caused you we would like to offer you a £15 eVoucher for you to use on a future online order with House of Fraser. If you wish to accept this offer please reply to this email and I will be more than happy to arrange this for you.

My thoughts: No admittance of putting faulty good back on the shelf.
I suggested them that after ordering 3 pairs and all of them bad that they source them elsewhere and send to me.

They refused

I was led to HOF because it sold a particular pair of Levis not because it was HOF.

I do not want a £15 voucher to spend on something I do not need.

They refused to source a proper pair, they refused to send a courier to pick up the 3rd pair when they previously had for the second.

FAULTY GOOD CLEARLY PUT BACK ON SHELF AND THEN SENT BACK TO ME.

Not good, not professional. The £15 is pathetic.

Another company just looking for quick turnover.

I WOULD APPRECIATE your views and what you would expect them to do.

Has anyone experienced the same.

Seems like some of the other comments below are not good.

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